客户支持专员
Customer Support Specialist
市场运营限定地区（需当地身份）日间重叠仅 1 小时，需熬夜配合
公司Optimal Workshop
薪资未公开
工作地点United Kingdom
地域资格限定地区（需当地身份）
时区要求日间重叠仅 1 小时，需熬夜配合
用工类型Full Time
发布时间今天
数据来源Himalayas
注意地域限制：该职位明确限定在 United Kingdom 招聘。如果你是位于中国大陆的求职者，通常需要当地工作身份才能投递，或需与雇主确认是否接受独立合同（Contractor）形式合作。
作息提示：日间重叠仅 1 小时，需熬夜配合。
在Optimal，我们构建强大的研究工具，帮助团队做出数据驱动的决策。我们正在寻找一名客户支持专员，作为客户的首要支持人员；解决问题、指导用户，并与客户和第三方供应商协调我们的参与者招募服务。
你将负责
- 通过Intercom处理客户支持请求
- 推动我们的参与者招募流程；审查研究，监控进度和质量，并解决招募问题
- 排查用户问题并识别bug或可用性问题
- 与产品和成功团队合作，优化客户旅程
- 协助维护和更新内部和外部文档
- 提出并实施流程改进，包括对我们的AI代理的增强，以提高效率和改善客户体验
成功的表现是：
- 客户始终获得快速、友好且准确的支持，体现在高客户满意度评分和积极反馈中
- 参与者招募顺利高效，研究按时完成并符合质量预期
- 支持问题得到快速解决，bug或模式被适当升级到产品团队
- 内部和外部文档清晰、及时，并有助于自助服务的成功
- AI和自动化被有效利用，帮助减少手动工作量并提高解决速度
你将带来的能力
- 2年以上客户支持经验，最好是SaaS/科技行业
- 能够处理大量信息，并同时应对多个优先事项
- 自主性强，适应远程和异步工作
- 书面英语优秀
- 熟悉Intercom、Slack、Notion、Google Workspace
- 具有良好的判断力，富有同理心且注重解决方案
- 有与第三方服务提供商合作的经验
最初发布于Himalayas
查看英文原文
At Optimal, we build powerful research tools that help teams make data-driven decisions. We're looking for a Customer Support Specialist to be the first line of support for our customers; resolving issues, guiding users, and coordinating our participant recruitment service with customers and third-party providers.
What you will do
- Handle inbound support inquiries via Intercom
- Drive our participant recruitment workflows; reviewing studies, monitoring progress and quality, and resolving recruitment issues
- Troubleshoot user issues and identify bugs or usability concerns
- Collaborate with Product and Success teams to improve the customer journey
- Help maintain and evolve internal and external documentation
- Suggest and implement process improvements, including enhancements to our AI agent, to increase efficiency and improve the customer experience
What success looks like:
- Customers consistently receive fast, friendly, and accurate support, reflected in high customer satisfaction scores and positive feedback
- Participant recruitment runs smoothly and efficiently, with studies filled on time and to quality expectations
- Support issues are resolved quickly, with bugs or patterns escalated appropriately to Product
- Internal and external documentation is clear, up-to-date, and contributes to self-service success
- AI and automation are leveraged effectively, helping reduce manual load and improve resolution time
What you'll bring
- 2+ years in a Customer Support role, ideally SaaS/tech
- Able to manage a high volume of information and juggle multiple priorities at once
- Self-starter, comfortable working remotely and asynchronously
- Excellent written English
- Familiarity with Intercom, Slack, Notion, Google Workspace
- Strong judgment, empathetic and solutions-oriented
- Experience with third-party service providers
Originally posted on Himalayas
本页面信息整理自 Himalayas，版权归原发布方所有。职位可能随时关闭，投递请以原始页面为准。
本站只做信息聚合展示，不参与招聘流程，也不向求职者收取任何费用。